Elisabetta Carli

I am trying to report on Reopened Ticket Rate (%) excluding all tickets that have a "thank you" tag. I tried to use a filter to exclude the tag in question, but, as already discussed in multiple threads over the past 3 years, this solution does not work. I tried to use a calculated metric as suggested.

How do I integrate the following  % Reopened Ticket calculated metric with the one suggested to exclude tickets with a specific tag?

(IF (NOT INCLUDES_ANY([Ticket tags], "thank_you")) THEN [Ticket ID] ENDIF